US Tech Solutions, Inc.

Compensation

Full Description

Job Title: Offshore Contact Center Quality Audit Consultant Company Overview: US Tech Solutions, Inc. is a leading provider of innovative technology and customer service solutions, dedicated to helping businesses optimize their operations and enhance customer satisfaction. With a global presence and a commitment to excellence, we empower organizations to deliver superior service experiences through cutting-edge technology and expert consulting. Role Overview: As an Offshore Contact Center Quality Audit Consultant, you will play a critical role in evaluating and improving the quality of our offshore customer service operations. Your insights and recommendations will help ensure that all customer interactions align with company standards and contribute to overall service excellence. What You'll Do: - You will conduct thorough quality audits of offshore contact center interactions to assess compliance with company standards. - You will monitor performance metrics and identify areas for improvement in customer service delivery. - You will collaborate with offshore teams to provide feedback and implement quality enhancement initiatives. - You will develop and maintain audit tools and reporting systems to track quality trends. - You will support training programs by identifying knowledge gaps and recommending targeted coaching. - You will analyze customer feedback and operational data to inform continuous improvement strategies. - You will ensure adherence to regulatory and company policies in all customer interactions. - You will prepare detailed reports and present findings to management for decision-making. What You Bring: - Minimum of 5 years experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of quality standards, customer service best practices, and audit methodologies. - Proficiency with quality monitoring software and data analysis tools. - Excellent communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work independently and manage multiple priorities in a hybrid work setting. Bonus Points If You Have: - Experience working with global offshore contact centers. - Familiarity with CRM systems and customer interaction analytics. - Certification in quality management or related fields. - Strong problem-solving skills and a proactive approach to quality improvement. What We Offer: - We offer a competitive contract rate for the 6-month duration with potential for extension. - We offer a hybrid work environment that balances remote flexibility with in-office collaboration. - We offer opportunities for professional development and skill enhancement. - We offer a supportive team culture focused on innovation and continuous improvement. - We offer access to the latest tools and technologies to empower your work. Ready to Apply? Please submit your resume and a cover letter detailing your relevant experience to careers@ustechsolutions.com. We look forward to learning how you can contribute to our team and help us elevate our customer service quality.